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Methods and apparatus for interactive specification of context-sensitive service level agreements

A service level agreement and service level technology, applied in the field of service level agreement, can solve the problems of information escaping and inability to obtain after analysis.

Inactive Publication Date: 2009-03-04
IBM CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

In fact, when personnel may never know, the reason is that due to the fleeting nature of information, postmortem analysis does not capture the facts surrounding the delivery of the service when it occurred

Method used

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  • Methods and apparatus for interactive specification of context-sensitive service level agreements
  • Methods and apparatus for interactive specification of context-sensitive service level agreements
  • Methods and apparatus for interactive specification of context-sensitive service level agreements

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Embodiment Construction

[0050] The invention can be embodied in several different ways, depending on the nature of the service provided and the context to which the level of service provided responds. Although the following description is set forth in the general field of computer services, the present invention is not limited thereto.

[0051] Figure 1 depicts a general configuration of a computer communication system within which the present invention may be deployed. In FIG. 1 , a service user's computer 101 is shown as being capable of communicating with the Internet 102 . The service provider's computer 103 provides computer-based services to the service user's computer 101 by using the Internet 102 to transfer data between the two computers. The service provider's computer 103 is shown equipped with a persistent storage device 108 containing the service model, which will be described in detail later. The service manager's computer 104 is also able to communicate with the Internet 102 for the ...

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PUM

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Abstract

In a first aspect of the present invention, methods and apparatus implement graphical user interfaces for interactively specifying service level agreements used to regulate delivery of services to, for example, computer systems. An interactive graphical user interface allows a user to see the effects of varying values of service delivery variables on the level of service achievable in a particular service delivery context. In a second aspect, methods and apparatus of the present invention provision resources required for service delivery. In the second aspect, the methods and apparatus of the present invention select a service delivery model dependent on context. The selected service delivery model is used to provision resources that will be required during service delivery. In a third aspect, methods and apparatus of the present invention monitor compliance with a service level agreement during a service delivery event.

Description

technical field [0001] The present invention relates generally to service level agreements for use in managing the delivery of services to, for example, computer systems, and more particularly to: specification of service level agreements; provision of resources required during a service delivery event, wherein the service delivery event is subject to one or Multiple service level agreements; and monitoring of compliance with service level agreements during service delivery events. Background technique [0002] Like most complex systems, computers need services. In the information technology industry, it is common for service providers to provide various services (subscriptions, upgrades, maintenance, replacements) on an outsourcing basis. Service providers are often able to provide services at a higher quality and at a lower cost than employees of the companies that own these computers. The reasons for this are: economies of scale; the development, maintenance, and refine...

Claims

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Application Information

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IPC IPC(8): G06F15/16G06F3/048G06Q10/00
CPCH04L41/5006G06Q10/00H04L41/5003H04L41/22
Inventor D·F·班茨T·E·切法拉斯P·W·盖伊克W·C·休伯S·雅兰P·莱尔纳S·J·玛斯特里安尼M·波拉克
Owner IBM CORP
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